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But why is Relevance important? Poor Relevance has some profound negative impacts on your organization [Read some of them] By contrast, Rich Relevance lets people achieve more on their own, solve more complex problems, find what they really need more readily, learn and buy more on their own, and so on.

We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click]. To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click] But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like. Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.

We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click]. To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click] But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like. Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.

We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click]. To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click] But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like. Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.

We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click]. To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click] But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like. Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.

We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click]. To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click] But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like. Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.

We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click]. To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click] But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like. Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.

We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click]. To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click] But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like. Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.

We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click]. To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click] But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like. Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.

We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click]. To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click] But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like. Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.

We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click]. To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click] But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like. Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.

We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click]. To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click] But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like. Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.

We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click]. To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click] But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like. Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.

We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click]. To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click] But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like. Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.

We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click]. To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click] But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like. Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.

We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click]. To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click] But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like. Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.

Coveo has been recognized by Gartner Research as the clear market leader [point at our spot] in their recent Magic Quadrant for Insight Engines. The definition on this slide is theirs: but notice how they recognize the important of relevance, and inserting the most relevant information in context. This is exactly what we do. [Click]

Forrester Research just corroborated it, too. Their latest Cognitive Search andKnowledge Discovery Solutions Wave just came out, and Coveo is a leader here, too – ahead of our friends over at IBM. [Click]

And along the way we’ve picked up customers across the spectrum. However, we’ve been particularly strong in early-adopter segments like software & high-tech – companies who in turn have demanding early-adopter customers themselves: customers that want to self-service, customers that demand personalized experiences when they engage with companies, and expect contextually relevant information at every encounter.

We’d love the opportunity to work with you to explore how to help make your business personal, for your customers too.

The Coveo Relevance Maturity Model - Mark Floisand

2.
2
These are
interesting
times
Customers and employees
demand relevance.
Without it, you lose them.
Demands
It’s never been so easy to
create or share content.
We’re overwhelmed with
information.
Machine learning and AI
have real world applications.
The relevance
revolution.
Proliferation
Technology

6.
Customer satisfaction
goes down
Salespeople can
sell more
Customers can do more,
learn more and buy more
Agents can handle
more complex cases
6
Economics of Relevance: People do more, on their own
Customers don’t convert
and go elsewhere
Engineers can work on
more complex projects
Customers can self-
serve with ease
Employees end up doing repetitive
tasks, also resulting in a high churn rate
Incapable of positively impacting
upsells and cross-sells
Poor self-service results in
contact center costs going up
POOR
RELEVANCE
RICH
RELEVANCE

22.
Intelligent workplace transforms your business
Increases your return on
knowledge by putting all
your information assets
to use
Drives employee self-
service - deflects the burden on
highly sought-after experts
Alleviates the skills shortage by giving
everyone the information and insights they
need to handle increasingly complex tasks on their own
Is personalized and
relevant to the task
at hand so your
knowledge workers do not
need to sift through a
mountain of information
for answers to each new
problem
Leverages scalable
and simple
technology that
supports your company’s
growth

24.
Insight engines apply relevancy
methods to describe, discover,
organize and analyze data.
This allows existing or synthesized
information to be delivered
proactively or interactively, and in
the context of digital workers,
customers or constituents at timely
business moments.
Insight Engines are the
answer
Source: Gartner MQ for Insight Engines 2017
COMPLETENESS OF VISION As of March 2017
ABILITYTOEXECUTE

25.
Relevancy and
completeness matter
most
“Search is about finding answers,
content, and documents; adding
useful context to apps; and
augmenting human intelligence. The
most important requirements are the
relevancy and completeness of the
returned results.”
Source: The Forrester Wave™: Cognitive Search and
Knowledge Discovery Solutions, Q2 2017
The Forrester Wave™ is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave
are trademarks of Forrester Research, Inc. The Forrester Wave is a graphical representation of
Forrester's call on a market and is plotted using a detailed spreadsheet with exposed scores,
weightings, and comments. Forrester does not endorse any vendor, product, or service
depicted in the Forrester Wave. Information is based on best available resources. Opinions
reflect judgment at the time and are subject to change.
Challengers Contenders
Strong
Performers Leaders
Strong
Current
Offering
Weak
Weak Strategy Strong